On a number of occasions now we have ordered from John Lewis' website and been let down by failed deliveries or receiving the wrong goods.
For example, we recently ordered 3 items. Only one turned up on the day it was supposed to. The one item that turned up on time was incomplete. We rang "customer service" who told us they would refund the money as they had no stock left now and we would have to get the wrong item back to them via the Post Office.
So, we stayed in all day for the delivery, we lost the opportunity to get what we wanted and we have to go through the hassle of packing the wrong item up and returning it via the post office. Somehow John Lewis think I should be grateful to have my money returned. Meanwhile, we are waiting for the other items.
If John Lewis think this is good customer service, they are somewhat mistaken.
The site has probably been designed for professionals rather than DIYers as it doesn't provide much in terms of descriptions of items.
The website is not helpful. For example, I bought some bi-fold clip hinges. In the description it says "Order hinge plates separately" but gives no indication what plates these are or where they are (it's a web site - you can include links guys!). So you type hinge plates into the search box and you get 84 results which is no use.
So I click on "view catalogue page" and it shows me the catalogue page which, more helpfully, says "see page 262" - so I got to page 262 of the catalogue and, you've guessed it, there are no hinge plates at all on this page.
How is this a good experience? This is such a waste of what probably is a great operation since, once I ordered, the things came quickly BUT it really isn't worth the hassle compared to competitors.
I bought 4 shelves this time, having bought two other orders previously with Big Dug. The product was OK, pretty much as I expected, but some of the components had been damaged most probably in transit and I had to make good the damage myself. It was quicker to do this then to ring the company as I needed to build the shelves that day. Maybe the company should insist on better service from their couriers. The other niggle is the lack of clear instructions. The current sheet is too small to read properly and what would it really take to take a video of someone building one and sticking it on Youtube?
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